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Intelligent Swarming

What Support Needs to Survive the Pandemic

March 19, 2020 by David Kay

Mona Lisa in a Mask

Essentially every job in our economy has changed overnight. Each of our situations is different.  But from talking with clients and extrapolating from current state, here are some common themes.

Filed Under: Intelligent Swarming, KCS, KDE, Measures

“Sensible” Support Policies and their Unintended CX Consequences

January 27, 2017 by David Kay

TL;DR: It’s better to trust and empower Tier 1 than to make customers run through the gauntlet because you only allow Tier 3 to do certain things. I want to […]

Filed Under: Customer Experience, Intelligent Swarming, Rants

Intelligent Swarming: An Update

June 22, 2015 by David Kay

I recently attended a Consortium for Service Innovation team meeting on intelligent swarming. We got updates from PTC, Cisco, Red Hat, Sage, and others about how swarming was working in […]

Filed Under: Intelligent Swarming

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